RFP News

Published on Jan 24, 2011

Office Depot is implementing the next-generation Impact 360® Workforce Optimization™ suite from Verint Witness Actionable Solutions®.

Verint’s UK partner and specialist contact center systems integrator Sabio secured the pan-European contract, and is deploying and supporting the Impact 360 solution in Office Depot’s contact centers in the UK, Ireland and the company’s DACH/Benelux region. Office Depot selected the Verint solution to engage in a multi-phased, multi-country rollout of the unified, analytics-driven workforce optimization (WFO) suite.

“At Office Depot, we’re committed to providing the highest standards of customer service and dedicated to optimizing performance across our European contact center network by deploying best practice solutions and processes,” comments Alexander Jaross, senior manager, Customer Service and Teleaccount Management Europe at Office Depot. “Having carefully assessed the different WFO solutions available, it quickly became clear that only Verint and its Impact 360 software could offer a completely integrated workforce optimization approach across all the different components.

Additionally, our decision to choose Sabio as our implementation partner reflects its strong reputation in the industry and proven ability to deliver comprehensive workforce optimization projects for many of Europe’s largest organizations.

Adds David Parcell, managing director, EMEA, Verint Systems, “We’re delighted that an industry leader such as Office Depot has selected Verint as its workforce optimization technology partner. Impact 360 allows organizations to access as much next-generation functionality as it requires. We look forward to Office Depot reaping the benefits from deploying Impact 360 in its contact center operations, including all the value that comes from a unified workforce optimization solution—such as the ability to increase quality of service through fewer resources and at a lower cost.”

“In choosing Impact 360 to help optimize its contact center network, Office Depot is targeting benefits such as more effective forecasting and scheduling, comprehensive operational reporting through Impact 360’s integrated dashboard, and increased insight and market intelligence with customer feedback surveys and speech analytics,” says Sabio’s Head of Workforce Optimization, Michael Andrews. “At Sabio, we’ve built a track record of success in helping major organizations realize their workforce optimization goals, and are pleased to be working alongside the team at Office Depot as we deploy Impact 360 across its virtualized European contact center infrastructure.” ***

Source: Business Wire

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